Regional Community Bank

A growing community bank knew that its customer experience was only as good as its internal processes — and that as it scaled, informal tribal knowledge wasn’t going to be enough to ensure consistency.

Highdive worked with relationship managers and operations staff to document the end-to-end process for account setup and onboarding, mapping every step a staff member took to bring on a new customer or add services to an existing account. The goal was twofold: give new staff a reliable foundation to work from, and identify where the process could be automated to reduce the risk of customers falling through the cracks.

The documented workflows became the foundation for a business process automation initiative, and gave leadership a clear picture of where handoffs were happening and where accountability needed to be better defined.

“I have greatly enjoyed your input, and your work flow analysis will continue to be of benefit to our organization.” — SVP, Regional Community Bank